The solution is always at the heart of everything we do.
We explain how we achieve this in our Procedural Rules. You’ll find all the details of how we work there, but you’ll find a summary below:
Rules of procedure
1. Competence
We analyze each request and forward it to the appropriate service (ombudsman). If no other service is competent, we handle the case ourselves.
2. Admissibility
If we are competent to do so, we will check that the application is complete. To be complete, the application must contain at least the following information:
- A brief, clear statement of the facts and your claim;
- Evidence that you have already tried to resolve the dispute yourself;
- The company’s correct and existing contact details.
3. Listening
In the first instance, we do not take a position but listen to both parties. Obviously, if cooperation is impossible, it’s difficult to reach a solution.
4. Mediation
Once we have a clear understanding of both parties’ positions, we actively seek to resolve the dispute. In so doing, we naturally follow the legal rules applicable to the dispute, but we also take into account reason and fairness. Both are necessary!
5. Closure
Un règlement à l’amiable est le bien le plus précieux. Si une solution acceptable pour les deux parties ne peut être trouvée, nous pouvons rédiger une recommandation. Celle-ci peut être neutre ou favorable à l’une des parties. L’entreprise n’est pas obligée d’accepter notre recommandation, mais elle doit au moins en expliquer les raisons.
6. Deadlines
Within three weeks, you will know which service is responsible for handling your case. Once your file is complete, we have 90 days to find a solution. We may have to extend this deadline. When we request information, we expect a response within ten working days. If we do not receive a response, we may close the case.
7. Data protection
We always treat all data provided to us in the context of our legal mission with care and in compliance with the applicable laws. Our privacy statement is available on our website. If you have any questions or require further information, please contact us at privacy@mediationconsommateur.be or send a letter to our postal address.
To find out more
You can read our rules of procedure here and our document on the conditions of admissibility and completeness of an application here.
